Vodafone New Zealand has selected IBM as its partner to automate customer interactions with chatbots as part of Digital Vodafone 2021 program.
The vision for Digital Vodafone 2021 is to create the most engaging digital customer experience by adopting agile as a way of working, embracing new technologies and simplifying business models. The program is supported by IBM iX, one of the world's largest digital agencies and global business design partners.
By 2021 Vodafone anticipates up to half of customer transactions will take place through digital channels, and 60 percent of inbound inquiries will be serviced with the help of virtual assistants. The Digital Vodafone program will ensure customers benefit from the introduction of more self-service options, instant transactions and more frequent improvements to services, says Vodafone.
A Watson-powered chatbot experiment to help customers answer mobile roaming queries recently launched and has already proven successful, with 88 percent of queries completely resolved – leading Vodafone to select Watson as its preferred AI platform moving forward.
Vodafone is using IBM's Enterprise Design Thinking approach to ensure the company remains customer-driven and focused on the right goals. In addition, Vodafone is employing agile methodologies to empower cross-functional teams to be creative, flexible and design the best possible solution for the customer.
Luke Longney, Vodafone New Zealand Digital Lead
Customer experience is at the forefront of Vodafone's growth strategy. We're transitioning to be a total customer centric company and delivering small improvements quickly with more customer feedback along the way.
Matt Candy, Global Leader, IBM iX
Telcos around the world are experiencing increasing data traffic and network costs, while stiff competition from startups and disruptors keeps pressure on pricing and revenue growth. To thrive in this new era, companies like Vodafone need to entirely redesign workflows, enabling their teams to operate at an exponential pace.
